BRAIN BENSTOCK — NEW YORK
Automotive News — May 21, 2012 – 12:01 am ET
Brian Benstock acknowledges neglecting the service department.
Until just over a year ago, service marketing at his Paragon Honda and Paragon Acura stores in New York amounted to answering customer calls with “Service, please hold,” said Benstock, the dealerships’ general manager. He even recalls a service manager who once put a cardboard sign on a garage door that said “Service full. Sorry.”
Benstock made the manager remove the sign immediately, but even then Benstock paid little attention to service.
“It was an absolute blind spot,” said Benstock, who runs one of the top-selling Honda dealerships in the country. “I’ve always been good on the variable side, sales, but fixed ops was never my deal.”
That changed after Benstock saw the service results at Mungenast Automotive Family in St. Louis, a participant in his 20 group. “I thought they must be servicing every car in St. Louis,” Benstock said.